Senior Customer Success Specialist

1 day ago

Noida, Uttar Pradesh, India beBeeCustomerSuccess Full time ₹ 15,00,000 - ₹ 25,00,000
Key Account Manager

The Role:

A key account manager is responsible for managing post-sales customer interactions, ensuring smooth onboarding, monitoring service delivery against service level agreements, handling escalations, and coordinating internal teams for change requests and audits.

The ideal candidate should have a bachelor's degree in engineering, 6–10 years of relevant experience in data center or telecom service delivery, strong operational knowledge, excellent communication skills, and proficiency in MS Office and service management tools.

The Key Account Manager role involves:

  • Acting as the primary interface between the customer and internal functions (operations, design & build, delivery, etc.) for all post-sales activities.
  • Ensuring timely and efficient onboarding of new customers, coordinating all internal and external stakeholders.
  • Tracking and monitoring day-to-day service delivery and ensuring SLAs are being met across uptime, availability, and response time metrics.
  • Proactively managing customer escalations, coordinating resolution efforts, and providing timely updates.
  • Conducting regular review meetings with customers to discuss performance, highlight achievements, and address concerns.
  • Maintaining a clear view of the customer's contract obligations, project milestones, and compliance requirements.
  • Coordinating any change requests or upgrades with the relevant internal teams.
  • Ensuring internal readiness and ownership during key audits, site visits, or executive interactions involving the customer.
  • Tracking all customer tickets, incidents, and operational matters to ensure closure within defined timelines.
  • Maintaining structured documentation, dashboards, and reporting on customer health and operational performance.

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